Odgers Berndtson Diversity Dilemmas

Methodology:

During our Diversity Dilemma event, every organisation had the opportunity to present their Dilemma (their specific context, actions carried out to date, and the impact of a successful solution). Participants then “quietstorm” ideas from their own perspective, knowledge, and experience, before deep-diving the solution which the organisation believes will have the greatest impact.

Here we show the first of two examples of dilemmas and solutions from our participating organisations.

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Dilemma 1: Capturing Client Data

A UK based social housing organisation want to capture client data regarding protected characteristics, so they can improve the level of service provided to their residents. For example, if there is a person with a physical disability they can provide a stair lift, or in areas with high numbers of female residents, improve the street lighting provided.

Our Proposed Solutions:

1. Demystify and inform

Educate staff on why you are asking for this data and how it will be captured. Explain it will be stored in an anonymised and GDPR compliant manner, so staff can outline how this data request will be of benefit to residents.
Emphasise the importance of asking for this data when working with new residents, ensuring they understand the above, and how it will make a difference to their housing experience
Provide monthly updates on disclosure information progress, make it a KPI that is regularly reviewed where staff are assessed on it.
Simplify the process of the ways to gather data, ensuring it is on one system, with one point of entry, one password etc.

2. Storytelling

Tell the stories of what happens when people sign up/share their personal data for example "I told X about my disability and they provided Y, which means I can live independently whereas previously I had been housebound".
Build community advocates, people who have benefited from sharing their personal situation/data, to show others the value of disclosing their personal data.

3. Customer communication

Carry out a campaign to encourage sign up, for example, "click here to fill us in on what you need for your housing solution".
Focus on different characteristics each year, for example, year 1 religion and LGBTQ+, year 2 age and different abilities.
Clearly outline how you will use the data, how it is anonymous and cannot be used to discriminate against the individual/family.
Invite residents to an event outlining the stories/approach to collecting data.

Our Clients Favourite Solution:

The organisation was most interested in the idea of creating “community advocates”, people who have benefitted from declaring their personal data, and could actively talk with other members of their community about the difference it has made to them, to encourage sign up at grass roots level. Watch this space to follow next steps and actions

This is not an exhaustive list, if you have any suggestions on how to encourage customers/clients to provide their personal information, please email us at [email protected] so we can share in our next newsletter.